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RYX
Level 7

Where is my RMA# and instructions

PLEASE HELP
 
I've been told by your billing department that there is an RMA# attached to my support ticket (4441364)
 
When I asked how they knew of the RMA# I was told it was in an email sent to me.  I never received this email. I asked if she could forward that email to me and she said she couldn't but that she would ask support to resend.  My problem is this, what if I still don't receive the email from support?????
 
It's embarrassing how hard it is to speak to a human at ROKU.  What's more their "customersupport@roku.com" is very limited in what you can select.
 
All I want is the RMA # and email with instructions on how to return for exchange.  
 
Here's the bottom line.  Without the RMA return information, I can't send back the defective unit which means you never have to send me a new one which means you don't have to worry about the quality of your product because the consumer has already paid for it and we can't get hold of you to fix or replace it.
 
I'm copying this and adding to the roku community page.
 
I'm sure "danny at roku" will respond with please go online and contact customersupport@roku.com
 
What a viscous cycle! 
 
Can someone there take charge and help a frustrated customer?
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6 REPLIES 6\
RokuMary-F
Roku Employee
Roku Employee

Re: Where is my RMA# and instructions

Hi @RYX,

Thanks for keeping in touch and following up on your RMA status.
Rest assured that I’ve escalated your RMA support follow-up. Keep an eye on your email, a member of our support team will be in contact.
We sincerely appreciate your patience and we are working on ways to better improve this process.
Thanks,
Mary
 

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RYX
Level 7

Re: Where is my RMA# and instructions

I have since been contacted by Prescila with instructions on how to return my device.  The device has been sent back.  I've also replied to few emails from Roku with the tracking information.  I have not received any acknowledgment or replies to my email so I assume everything is progressing????

I'm responding here to put it on record that I have sent the unit back.  Ironically, as long as I've waited for responses, I did receive a response from Roku that said if I did not send in the tracking info within 3 days, they would close my ticket as complete?  I seem to get better response here so for the record, my return in on it's way.  7740 0860 1325  Scheduled to be delivered to you on Friday 06-18-21.  Please do not close my ticket.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Where is my RMA# and instructions

@RYX

Thanks for the post.

For RMA related issues, please continue to work with our Support team as they would best be able to assist you moving forward, or feel free to reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able to further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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RYX
Level 7

Re: Where is my RMA# and instructions

Hello Roku,

You have received my defective unit.  When will my replacement be sent out?

Thank you,

Henry Serranoroku unit received.JPG

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RYX
Level 7

Re: Where is my RMA# and instructions

Hello anyone, can I please get an update on my replacement?  I know you received my return.

Henry Serrano

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RokuKariza-D
Roku Employee
Roku Employee

Re: Where is my RMA# and instructions

Hey @RYX

Thanks for reaching out.

We have followed up on your concern to the appropriate Roku team. Please continue working with them as they would best be able to assist you moving forward.

Your patience and understanding are greatly appreciated.

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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